Delegate Management Specialist I

Purpose Of The Role

The Delegate Management Specialist excels at providing unparalleled customer service to meeting attendees, while also ensuring we meet or exceed our client’s goals. The position manages the attendee experience, communicating directly with attendees to ensure a seamless registration process, and with the client to ensure all of their needs are met. The position requires excellence in managing deadlines and making quality decisions for complex meetings and events. The position takes the lead role for all registration and attendee reporting to ensure a smooth logistical process. **

Main Responsibilities**

• Responsible for all aspects of attendee management including overall attendee satisfaction.
• Provides unparalleled consultative customer service and the customer experience to meeting owners and attendees.
• Coordinates and supports meeting with meticulous attention to detail according to corporate standards.
• Provides solutions and actions for attendee logistical requests and changes.
• Ownership and communication of attendee registration, reporting and surveys.
• Partners with and supports the Meeting Planner throughout the planning process.
• Responsible for providing accurate and timely reports to all vendors as required including Hotel, Air, DMC, AV, etc.
• Manages attendee communications including save-the-dates, invitations, confirmations, pre-conference materials, etc.
• Provides attendee summaries and reports to clients including escalating approvals as needed.
• Proactively escalates potential client or program issues for timely resolution.
• Meets and exceeds client service level agreements in regards to relative functions.
• Constantly identifies and strives for continuous improvement of M&E processes, procedures and tools.
• Travels on-site for assigned programs as requested.
• Complies with M&E technology usage as required (Cvent).
• Completes time tracking as requested by management.
• Performs other duties as assigned.

Qualifications

Education & experience

Education

• College diploma or degree in travel and tourism or related field.

Experience

• Minimum of 2 years experience in a customer service related field.
• Minimum of 2 years experience in Cvent/Starcite or any registration database preferred.

Knowledge & Skills

• Knowledge of a registration tool (i.e. Cvent, Starcite, SignUp4) is required.
• Knowledge and/or experience with Cvent is preferred.
• Strong computer proficiency in Microsoft office suite, with excellent Excel skills.
• Excellent customer service. Strong communications skills, verbal and written

Languages

• English fluent both oral and written